About this role
Job Track Description:
- Requires broad technical expertise and industry knowledge.
- Accountable for functional, operational, and/or program management.
- Assists others in achieving goals.
- Manages performance appraisals and pay reviews.
- Manages training for 3 or more employees.
- Manages hiring and termination actions.
General Profile
- Supervises daily tasks of complex business, technical support, or production teams.
- Responsible for team success.
- Works within established precedents and practices.
- Examines information to solve ongoing problems.
- Ability to perform work unsupervised.
Functional Knowledge
- Comprehensive understanding of a range of processes, procedures, systems and concepts in own field.
Business Expertise
- Understanding of how best teams integrate and work together to achieve company goals.
Impact
- Impacts a team, by example, through the quality service and information provided.
Leadership
Provides daily team supervision (e.g., coaching on performance, coordinating activities, checking on quality, and work progress).
Problem Solving
- Solves problems and evaluates possible solutions using technical experience and precedents.
Interpersonal Skills
- Uses tact to exchange ideas and information concisely and rationally.
Responsibility Statements
- Supports financial management.
- Supervises resources.
- Contributes to business growth and efficiencies.
- Responsible for performance management and conducting performance reviews.
- Manages escalated issues and complex tasks.
- Acts as Subject Matter Expert (SME).
- Ensures TAT is met for all volumes assigned to respective shifts through proper planning.
- Ensures Quality is met for all volumes processed during shifts.
- Ensures appropriate staffing; interviews candidates.
- Collaborates with Managers on key performance measures identified by the client.
- Facilitates work allocation.
- Tracks and monitors daily and monthly reporting.
- Participates in progress improvement without impact to quality of work.
- Communicates with teams and Managers to provide work status.
- Participates in meetings with internal teams and external clients.
- Performs other duties as assigned.
- Complies with all policies and standards.